
Transaction Quality Lead
2 days ago
Leading a BPO in Chennai, we are looking for an exceptional Sr Quality Analyst to join our team.
This role requires at least 1 year of experience as a Quality Analyst in International Voice Process. The ideal candidate will have worked on 7QC tools and possess excellent communication skills.
Responsibilities include driving continuous improvement for Transaction Quality and Delivery, managing claim Quality & Client related KPIs, and evaluating the effectiveness of TQ interventions.
The successful candidate will have a strong working knowledge of TTQ (Training; Transaction Quality) systems, tools, and technologies, and be able to accurately capture SLA/SLO metrics, the reporting needs of all clients, and set up / customize processes to seamlessly meet client's expectations.
We offer a competitive salary and opportunities for growth and development in a dynamic and innovative work environment.
- Drive continuous improvement for Transaction Quality and Delivery
- Manage claim Quality & Client related KPIs
- Evaluate effectiveness of TQ interventions
- Strengthen Quality management processes/framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of all clients, and set up/customize processes to seamlessly meet client's expectations
- Generate and implement out-of-the-box ideas and process improvement initiatives in the account
- Drive Process control/Compliance in addition to managing audit requirements
- Ensure that huddle, feedback, and refresher processes are in place and followed efficiently
- Support the Quality and Compliance teams to perform COPC, FMEA, PFCU, and other audits based on observations/misses highlighted
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